As more people transact on the Internet, we have become accustomed to the speed and convenience that digitalization has brought. When it comes to digital services, governments are struggling to keep pace with our expectations. According to a 2018 Gartner Digital Consumer Experience Index, 84 percent of respondents are reported being dissatisfied with their digital services experience. The worst overall performer across all industries is government services, ranking last in its benefits and ease of use. Governments need to find new ways to deliver service that is befitting of the future digital economy, with the immediacy and convenience users have come to expect.
The solution to this could be Services 4.0. Similar to how Industry 4.0 refers to the fourth industrial revolution where the manufacturing industry leverages on nascent technologies like artificial intelligence (AI) and big data, Services 4.0 is the future of services that delivers the collective benefit of a “tech-enhanced” human workforce. In Services 4.0, human workers and the latest in technology complement (and not replace) each other to deliver services that are end-to-end, frictionless, anticipatory, and empathic to users – exactly what is demanded of today’s service providers.
"Services 4.0 can guide governments on the path of increasing the ease of use of its services"
The services sector accounts for 65 percent of worldwide GDP and is the only one exhibiting growth over the past decade – a key contributor to the global economy. Harnessing the ability to deliver next-generation services is essential for both public and private organizations to attract and retain today’s consumers. Governments should recognize the pent-up demand for seamless service delivery and utilize Services 4.0 as the future growth engine for their digital economies.
How Do Governments Make Use of Services 4.0
Adoption of digital government services is a significant challenge for most governments. Government service providers should strive to enhance the digital service process with Services 4.0 so that their citizens can achieve their desired results with ease. One example is CrimsonLogic Coherence Moments, which adopts a channel-agnostic model of delivery to proactively engage users via the channel that is most convenient to them. An AI Bot is used to anticipate the needs of businesses and citizens and pushes digital government services from different agencies to them based on their queries. Coherence Moments can prompt parents to register their school-going children for elementary school. The very same platform can also remind business owners to renew their relevant permits in a timely and efficient manner. It is this seamlessness and agility that will convince citizens of the benefits of digital government services.
Another stumbling block is trust, which is highlighted in the Gartner study as a significant factor in contributing to consumers’ dissatisfaction with digital services. Where once consumers were willing to forego security for convenience, today’s consumers are less willing to trade away their personal information. In Services 4.0, a user-centric approach is taken to meet everchanging privacy needs. For instance, all personal identifiable information (PII) input by citizens can be identified during the design stage and automatically masked by a filtering layer. If a person has no authorization to retrieve someone else’s data, the returned data automatically undergoes redaction so that privacy is not compromised. Good user experience design is essential so that citizens can easily access what data is being collected from them, and how their data is being used. Apart from data protection measures, transparency must not be neglected. All information submitted by the user are tracked, monitored, and cannot be arbitrarily removed without the user’s knowledge.
Widespread digitalization is transforming the way governments are interacting with citizens and businesses. Services 4.0 can guide governments on the path of increasing the ease of use and security of its services. Only by anticipating change and finding the way of delivering on Services 4.0 will governments successfully win over citizens.